Customer Care

Partnership for Learning

Short course

In Liverpool

£ 160 + VAT

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Description

  • Type

    Short course

  • Location

    Liverpool

  • Duration

    1 Day

The course aims to raise awareness of the business importance of 'getting it right first time', and personal and collective responsibiity to deal with customers quickly and efficiently. ·Understand the importance of handling customer complaints effectively. ·How to recognise a dissatisfied customer. ·How to recognise a delighted customer. ·How do we communicate? ·Barriers to effective communication. Suitable for: New members of staff or staff moving into a customer care role, dealing with internal and external customers, would also be useful for anyone who needs to refresh their skills.

Facilities

Location

Start date

Liverpool (Merseyside)
See map
South Road, L24 9PZ

Start date

On request

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Course programme

Course Content

  • Understand who ‘ the customer’ is
  • Understand how customers choose where to buy – and what they’re actually buying
  • Consider the implications of delegates own service to customers
  • Personal responsibility in the delivering customer care
  • The effects on the end customer of poor internal customer care
  • Consider what makes good and bad customer care experiences
  • Understand the process of communication
  • Understand why customers behave the way they do
  • Be able to deliver good customer care in the face of adversity
  • Practice delivering good customer care – and identify effective customer care techniques
  • Understand the four aspects of good customer care and develop personal action plan for improved performance

See related categories

Customer Care

£ 160 + VAT

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